Tips on Improving Your Communication Skills

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CAREER CENTER Are You Listening? Tips on Improving YourCommunication SkillsMay B. PiotrowskiNo matter where you go or what you do, Failure to Communicatecommunication is essential to reach aWork orders were overflowing and the phone wasdestination or accomplish a goal. Effectiveringing off the hook. Some BMETs were pulled fromcommunication has occurred when both sender andtheir normal assignments to help with repairs. A BMETreceiver interpret a message in the same way.who repaired a device left the floor and failed to tell“An effective communicator is skilled in the art ofanyone that the device has been repaired. About 30‘connecting’ and ‘getting in touch’ with others,” saysminutes later, another member of the team repaired theRobert Atkin, associate professor of businesssame device.administration at the University of Pittsburgh’s Katz“Not spreading the word only spreads confusion andGraduate School of Business.in some cases could breed distrust,” says Mike Mastro,BMETs turn to their communication skills each timeCBET, CRES, director of biomedical engineering atthey are asked to examine a piece of equipment. ToSouth Jersey Healthcare. “Communication is vital todetermine what’s wrong, they require the end user tohaving any department run smoothly and efficiently.” recount the sequence of events leading up to the timeFailure to communicate a repair status to an end userwhen the equipment malfunctioned.is a common occurrence in the field, according to KenDuring this stage, a communication breakdown mayMaddock, BSEET, director of clinical technologyoccur and as a result create roadblocks for both parties.services at Baylor Health Care System. “Develop formal“The demands of learning to operate and maintainmethods for communicating internally and externally,”health care technology can put a considerable strain onadvises Maddock. “Don’t rely on word of mouth orrelationships of clinicians and biomedical technicians,”notes left on equipment for critical communicationsaccording to Chris Johnson’s BI&Tarticle,with clinical staff.” “Communication Breakdown Between Users andMaddock suggests for clinical engineeringSuppliers of Clinical Technology.” (Vol. 38, No. 1, p. 54)departments to sit down with clinical managers toTo establish a connection, BMETs should understandestablish a communication plan. This plan will not onlywhat messages the end user is willing (and not willing) toensure that everyone is on the same page, it will also “getaccept, a concept Atkin says is crucial for athe information into the right person’s hands as soon ascommunicator to connect with an audience. possible,” says Maddock. “As soon as a technician“Effective communicators are not only experts inbecomes aware of a safety issue, it should betheir field—they also know their audience,” says Phylliscommunicated to the manager.”Davis, search consultant for the Aegis Group, aMichigan-based search firm specializing in recruitmentConflict Resolutionof health care personnel. “Communicators must haveHandling a conflict among employees can be a difficultthe ‘talent’ or acquired skill to listen to their audience totask. Supervisors often find themselves resolving pettysuccinctly address issues,” she adds.differences. Petty or not, “the important thing is for aAtkin agrees that listening is a must to get a speaker’ssupervisor to remain objective,” says Mastro. “Don’tmessage across. “I don’t think you can communicateimmediately view the conflict as a negative experiencewell until you have first learned to listen well,” saysbecause good things could come of it.”Atkin.For Mastro, he views problems between employees as“growing pains.” “Whenever a conflict comes up, I sitdown and listen to each side of the story. Afterwards, IMay Piotrowski is managing editor of BI&T.develop a mutual resolution,” says Mastro. “TheBiomedical Instrumentation &Technology1CAREER CENTERTips on Improving Your Communication Skillsoutcome doesn’t always leave both sides happy, but as asurvey conducted by the University of Pittsburgh’s Katzsupervisor, you must remember it isn’t all about theBusiness School. The survey of more than 50,000needs of one person but rather the department as aemployers shows that, in addition to an ability to workwhole.”with others, communication skills are contributingMaddock’s conflict resolution strategy includesfactors to job success.giving each person a chance to tell the other—withoutThrough constant evaluation and practice, one caninterruption—what they consider the problem to be.sharpen his/her communication skills. “For some,“After both parties have a chance to speak, the next stepcommunicating is natural,” says Davis. “But for theis mediation,” says Maddock. “But even if it appears thatskilled communicator, it’s a perfected art.” the interaction is successful, it’s important to follow up.”For Maddock, one way to prevent future conflicts is byDo’s and Don’tsestablishing a shared incentive for completing a project.Atkin says misunderstandings can stem from personalcharacteristics, lack of candor, or an unwillingness orListening first before talking is such a basic concept,yet we all need to be reminded. Here’s a short list ofinability to adjust communication methods. Tobasic communication concepts to jog your memory: communicate effectively, both parties should committhemselves to breaking down any barriers that mayDoexist—these include poor listening skills, too much• Listen. Allow the speaker to finish his/her thoughtconfidence (or lack of), and assumptions. before sharing your opinion.“The most common source of miscommunication is• Keep things civil. If the conversation is headed towardassumption,” says Davis. She strongly advises thata heated argument, it’s best to continue thespeakers should never assume everyone has taken theirconversation when both parties are less stressed.point as it was originally meant. • Look attentive. A subtle nod is enough to provide thespeaker feedback that his/her audience is taking inCommunication Skills and information.Job Performance• Offer specifics. Detailing your reasons on why you“Whether we want to believe it or not, our customersdisagree with a person’s opinion or conclusion mayare nurses, physicians, patients, and administration,”clear the air of ambiguity.says Mastro. “Happy customers mean satisfied• Share knowledge. Sometimes a person may not becustomers. Satisfying anyone can be a tall order, butaware of a process, impeding him/her to understandBMETs and CEs should strive to do their best.” Forwhere you are coming from.Mastro, establishing a level of trust and maintaining it isimportant. “Good communication skills lead to thisDon’tlevel of trust because the end user feels that we keep• Rush to dismiss other people’s opinions even if youthem in the loop at all times.”disagree with them. During the hiring process, “supervisors have a• Come across as someone who knows everything.tendency to focus on technical skills and as a resultPeople tend to hold back information from a perceivedoverlook communication skills and attitude,” saysknow-it-all.Maddock. “Once on the job, supervisors should set• Raise your voice. Intentionally or unintentionally, anspecific expectations for when and where communicationselevated voice could intimidate the person you areare expected to happen and in what format.”trying to work with. He/she could either raise his/herSupervisors should recognize employees who canvoice back at you or simply clam up. As a result,provide accurate, succinct information in a timelynothing will be resolved.manner. In the biomed field, these are some of the skills• Personalize conflicts. Instead of approaching thethat keep customers happy, according to Maddock.conversation with a “me versus you” mentality,“Medical device end users want to know what’s goingapproach it with an “us versus the problem” mindset.on. If they know what’s going on, they can usually work• Be sarcastic. While humor may diffuse tense moments,around any problems,” says Maddock.sarcasm won’t go over well with someone who isCommunications skills were cited as one of thefrustrated trying to explain a problem.deciding factors in choosing managers, according to a2January/February 2005

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Tips on Improving Your Communication Skills

No matter where you go or what you do, communication is essential to reach a destination or accomplish a goal. Effective communication has occurred when both sender and receiver interpret a message in the same way.

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